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Core System Update Complete!

We are happy to report that our System Update is complete and was a success!  We know that there has been some inconvenience to our members over the past few days and sincerely thank you for your patience and understanding.

Please note the following reminders:

  • You will need to download an updated Mobile App for iPhone, iPad or Android if you use the App.
  • We have a new Call24 account information phone system.  Please listen carefully to the menu prompts as they are different.  You will be asked to create a new access code (password) the first time you access the system. You can view a copy of the new menu prompts here.
  • You will not see any transaction history in Online/Mobile Banking prior to April 30.  You can access transaction history on your monthly/quarterly statements.  If you are not currently an eStatement user we have made two months worth of eStatements (March 2016 and April 2016) available to you in eStatements.  When logged into Online Banking, click on “Online Services” and then “eStatements.”  Please note that if you choose to access these statements but wish to continue receiving a paper statement in the mail you will need to discontinue eStatements prior to the end of May 2016 which can be done right in the eStatement portal in Online Banking.
  • You will not see mortgage history in Online banking if you have a mortgage but you can make a payment.  If you need detailed mortgage history please contact us and we will be happy to assist you.
  • Your Member Numbers, PIN Numbers, and Online Banking logins have not changed.
  • TEG is now on a 7-Day business cycle.  This means that transactions will now show effective on the actual date they occur.  So, if you take money out of the ATM on a Sunday, it will sow up as coming out on that Sunday instead of Monday as it was previously.
  • The move to a 7-day cycle also means that we are now able to take automatic loan payments from a TEG account on the exact due date of the payment – regardless of the day of the week.  For example, if your TEG loan payment is due on Sunday, May 8, 2016, your automatic payment will be processed on that exact date.  In the past if your due date was a Sunday or holiday the loan payment was taken on the prior business day.  This will no longer occur.  Please note this important change and remember to maintain the appropriate balance in your accounts to cover loan payments.
  • Holiday Club Accounts will now be paid out each year on October 15.  To facilitate this process, please set up automatic transfer to your TEG share or checking account if you have not already done so.

We’re excited to update to a state-of-the art core computer system that brings with it the flexibility to serve members faster, add products and services more quickly, reduce staff training time, and automate existing manual processes.

Frequently Asked Questions

What Can I do To Prepare For The System Update?

What can I do to prepare for the System Update?

Here are some simple steps to take in order to prepare for the System Update:

  • Note the System Update dates on your calendar and be aware of our downtime – when branches and services will be unavailable.
  • Complete necessary in-branch transactions prior to close of business (6:00 p.m.) on Friday, April 29.
  • Export all transaction data to Quickbooks or Quicken prior to 5:00 p.m. on Friday, April 29 as account history will not be carried over in Online Banking after the update.
  • Download any check images you may need from Online Banking prior to 6:00 p.m. on Friday, April 29 for checks that have cleared up to that date.
  • Schedule online bill payments in advance of the System Update: Your payments will be made as scheduled. However, don’t plan to schedule or access the Bill pay feature during System Update weekend, April  29 at 6:00 p.m. through Monday, May 2.
  • Update your personal information: To ensure your personal information on our system is correct, please contact the credit union with any address, phone numbers or email changes.

General Questions

What is the “core computer system”?

The core computer system is the software and supporting hardware that TEG uses to maintain members’ deposit and loan accounts, and to process transactions.

Why are you updating the core computer system?

We’ve been serving our members on the same core computer system for the past 20 years. As we grew, we added numerous software and hardware systems outside the core to help meet our needs.  This updated system will help us to best serve our membership and ensure that we are well positioned for future technology advancements.

We’re excited to update to a state-of-the art core computer system that brings with it the flexibility to serve members faster, add products and services more quickly, reduce staff training time, and automate existing manual processes.

When will the update occur?

The core computer system update will begin at the close of business (6:00 p.m.) on Friday, April 29 and end Monday, May 2.

How does this affect me?

We have spent the last 24 months planning and preparing for the system update to ensure minimal member impact related to the transition of changing systems.

In order to complete the update, we’ll need to temporarily close our branches, call center, and all other account access  at the close of business (6:00 p.m.) on Friday, April 29 through Monday, May 2.

What is the special System Update weekend schedule?

  • Thursday, April 28All branches and call center open until 7:00 p.m. for your convenience.
  • Friday, April 29All branches and the Call Center will close at 6:00 p.m. Online Banking, Mobile Banking, Text Banking, Mobile Deposit Capture, Alerts, Bill Pay, and Call24 Audio Response, will also be unavailable as of 6:00 p.m. Be sure to export all history from Online Banking for Quickbooks or Quicken if needed by 5:00 p.m.
  • Saturday, April 30 Monday, May 2 – All account access through TEG FCU branches, phones, and online services will be unavailable.
  • Tuesday, May 3All branches, phone systems, and online services will be available as usual. For added convenience, the branches and Call Center will also be open until 7:00 p.m. on Tuesday, May 3 and Wednesday, May 4.

Will the credit union be closed during the update?

Yes. In order to complete the update, we’ll need to temporarily close our branches and other account access beginning at the close of business (6:00 p.m.) on Friday, April 29 and ending Monday, May 2.

Will there be someone available to answer the phone if I call the Credit Union?

No, you will be unable to speak to anyone at the credit union during the Update Weekend. If you need to report a lost/stolen TEG debit or credit card you can call 845-452-7323 and select the appropriate prompt to be connected to a representative who will ONLY be able to help with reporting a lost/stolen debit or credit card.

Is my personal and financial information safe and secure?

The safekeeping of your account and personal information is of paramount importance to us. Your personal data and account information will be secured throughout the update process.

Are my funds still safe and secure?

Yes, your funds remain secure. All TEG deposit accounts continue to be insured by the National Credit Union Administration (NCUA) Share Insurance Fund up to $250,000 per account.

What can I do to prepare for the System Update?

Here are some simple steps to take in order to prepare for the System Update:

  • Note the System Update dates on your calendar and be aware of our downtime – when branches and services will be unavailable.
  • Complete necessary in-branch transactions prior to close of business (6:00 p.m.) on Friday, April 29.
  • Export all transaction data to Quickbooks or Quicken prior to 5:00 p.m. on Friday, April 29 as account history will not be carried over in Online Banking after the update.
  • Download any check images you may need from Online Banking prior to 6:00 p.m. on Friday, April 29 for checks that have cleared up to that date.
  • Schedule online bill payments in advance of the System Update: Your payments will be made as scheduled. However, don’t plan to schedule or access the Bill pay feature during System Update weekend, April  29 at 6:00 p.m. through Monday, May 2.
  • Update your personal information: To ensure your personal information on our system is correct, please contact the credit union with any address, phone numbers or email changes.

Account Numbers & Suffixes

Will my account (member) number change?

No. Your account number will not change due to the computer system update.

Will my account suffix numbers change?

Just slightly. For example, if your checking account suffix today is 15, it will be 0015 after the system update and will be referred to as a Share ID.  Loan “suffixes” will now be referred to as a Loan ID.

 Will the credit union’s routing number change?

No. The routing number will remain the same, 221975956.

Debit, Credit & ATM Cards

Will I be able to use my TEG ATM, debit and credit cards while you are closed?

Yes!  All TEG debit card and credit card functionality will be available (except balance inquiry).  During the system update weekend there will be an overall maximum combined withdrawal limit of up to $2,000 per day for ATM, point of sale, and signature debit card transactions.

Your TEG credit card will also work and your daily transaction limit for purchases is based on your approved line of credit.

Can I make a deposit in a TEG ATM while you are closed? 

Yes, you can make a deposit in a TEG ATM between 6:00 p.m. on Friday, April 29 and Monday, May 2 but it will not be processed and posted until we reopen.

What happens if my debit or credit card is lost or stolen? 

Call us at 845-452-7323 and listen to the menu prompts. Press 1 to report a lost/stolen debit card or press 2 to report a lost/stolen credit card.  Please note that the representatives will not be able to help you with anything but reporting the lost/stolen debit or credit card.

Will I need a new ATM, debit or credit card?

No. Your current ATM, debit, and credit cards will work before, during, and after the computer system update.

Will my ATM, debit, or credit card PIN number change?

No. Your Personal Identification Number, or PIN, will remain the same before, during, and after the computer update.

Deposits, Payments & Transfers

I have a direct deposit that is scheduled for April 30, May 1 or May 2, am I going to get my money?

Yes.  Payroll deposits will post as usual.

What about my automatic payments?

All of your automatic payments, including payroll deductions, and any automatic transfers you have established, will continue as usual after the system update.

Are my scheduled transfers going to work during the System Update if Online Banking is unavailable?

No.  If you have transfers that are scheduled between April 29 at 6:00 p.m. and Monday, May 2, they will be processed by Tuesday, May 3.  You may want consider changing a scheduled transfer if it time sensitive to be processed prior to 6:00 p.m. on Friday, April 29.

Will the Bill Payments I have scheduled while you are closed still go through?

Yes.  Any bill that is scheduled to be paid between Friday, April 29 and Monday, May 2 will be processed as long as it is scheduled prior to Friday, April 29 at 6:00 p.m.

You will not be able to view or schedule any new payments between Friday, April 29 at 6:00 p.m. and Monday, May 2.  We suggest that you schedule any bill payments that need to be made between April 29 and May 6, by Friday, April 29 at 6:00 p.m.

What if my mortgage, mobile home or home equity line of credit payment is due between April 29 and May 2?

To ensure a smooth transition we will not be able to process mortgage, mobile home, or home equity line of credit (HELOC) payments made on Friday, April 29 in our branches. Any payment brought to a branch will be processed manually and posted on Monday, May 2. If payment is received electronically during the System Update weekend it will also be processed on Monday, May 2.

If you typically pay at a branch, please consider making your payment by Thursday, April 28 if possible. It is also important to note that as this transition will occur within the payment grace period, you can rest assured that your payment will not be considered late.

Will my automatic loan payments still be made?

Any automatic loan payment scheduled between 6:00 p.m. on Friday, April 29 and Monday, May 2 will be processed by May 3.

Can I make a deposit in a TEG ATM while you are closed? 

Yes, you can make a deposit in a TEG ATM between 6:00 p.m. on Friday, April 29 and Monday, May 2 but it will not be processed and posted until we reopen.

Can I make a deposit in a night drop while you are closed?

Yes, if you have night drop bags you can make a deposit in a TEG night drop between 6:00 p.m. on Friday, April 29 and Monday, May 2 but it will not be processed and posted until we reopen.

Loan Payments

What if my mortgage, mobile home or home equity line of credit is due between April 29 and May 2?

To ensure a smooth transition we will not be able to process mortgage, mobile home, or home equity line of credit payments made on Friday, April 29 in our branches. Any payment brought to a branch will be processed manually and posted on Monday, May 2. If payment is received electronically during the System Update weekend it will also be processed on Monday, May 2.

If you typically pay at a branch, please consider making your payment by Thursday, April 28 if possible. It is also important to note that as this transition will occur within the payment grace period, you can rest assured that your payment will not be considered late.

Will my automatic loan payments still be made?

Any automatic loan payment scheduled between 6:00 p.m. on Friday, April 29 and Monday, May 2 will be processed by May 3.

What does it mean for my automatic loan payments when you say you’re moving to a 7-Day Business Cycle?

The move to a 7-day cycle also means that we are now able to take automatic loan payments from a TEG account on the exact due date of the payment – regardless of the day of the week. For example, if your TEG loan payment due date is Sunday, May 8, 2016, your automatic payment will be processed on that exact date. In the past, if your due date was on a Sunday or a holiday the loan payment was taken on the prior business day. This will no longer occur. Please note this important change and remember to maintain the appropriate balance in your accounts to cover loan payments.

Online Banking, Mobile Banking & Call24 Audio Response

Will Online Banking, Text Banking, the App for my phone/tablet, and Call24 work while your offices are closed?

No.  In order to ensure a smooth transition, all of these services will be unavailable between 6:00 p.m. on Friday, April 29 and Monday, May 2.

Can I deposit a check using my Mobile App while you are closed?

No, the mobile app will be unavailable between 6:00 p.m. on Friday, April 29 and Monday, May 2.

Is my online, mobile banking, or text banking changing?

No. We will maintain the same online, mobile, and text banking service.  Your username and password will also remain the same – no changes necessary.

 Will Call24, the telephone banking system, change?

Yes.  When you first call into Call24 you will be prompted to create a new access code and asked for your full social security number to verify your identity.  The system will also have a new voice and all new menu options so please listen carefully so that you get the information you want.

Will I still be able to see/hear all of the same account history in Online Banking & Call24?

When we go live with the System Update you will NOT see any transaction history in Online Banking or hear any in Call24 prior to April 30, 2016.  Prior history details will be available to TEG staff members and are always documented on your TEG monthly and quarterly statements.

TEG will make two months of eStatements (March & April) available to ALL members using ONLINE BANKING for the first 10 months after the System Update so that you can have some history available to you electronically.

If you usually get a paper statement you will continue to get the paper statement.

eStatements can be accessed from the Online services or Account menu within Online Banking.

 

Will I still be able to pull all of my transaction history exports for Quicken and Quickbooks?

No. Transaction history will not be carried over in Online Banking and you will be unable to make any exports of past history to Quickbooks or Quicken after 6:00 p.m. on Friday, April 29. You MUST export all transaction data by 5:00 p.m. on Friday, April 29 to ensure that you have all of the account history that you need.

Can I still get copies of all my old checks in Online Banking?

Check images will be unavailable for all checks that clear and post prior to Friday, April 29. If there are check copies that you need we suggest that you download them prior to 6:00 p.m. on Friday, April 29.

If you do need a copy of a check that was previously available online, TEG will waive check copy fees until August 31, 2016 for all Online Banking Users’ checks posted prior to April 29, 2016.

Are my scheduled transfers going to work during the System Update if Online Banking is unavailable?

No.  If you have transfers that are scheduled between April 29 at 6:00 p.m. and Monday, May 2, they will be processed by Tuesday, May 3.  You may want consider changing a scheduled transfer if it time sensitive to be processed prior to 6:00 p.m. on Friday, April 29.

Will the Bill Payments I have scheduled while you are closed still go through?

Yes.  Any bill that is scheduled to be paid between Friday, April 29 and Monday, May 2 will be processed as long as it is scheduled prior to Friday, April 29 at 6:00 p.m.

You will not be able to view or schedule any new payments between Friday, April 29 at 6:00 p.m. and Monday, May 2.  We suggest that you schedule any bill payments that need to be made between April 29 and May 6, by Friday, April 29 at 6:00 p.m.

Will I need to set up online Bill Pay information again when the update is complete?

No. Your Bill Pay list of payees, payment accounts, pending payments, eBills, and scheduled payments will all be maintained as they are today.

I set up Alerts through Online Banking. Will I need to re-establish these?

No. All of your existing Alerts will remain the same.

Is MoneyDesktop going to be effected?

You will not be able to access MoneyDesktop between Wednesday, April 27 and Monday, May 2 as there is additional time needed to ensure a smooth transition. Please note that all history from external accounts that was previously pulled into MoneyDesktop should still be there after the System Update.

Statements, Receipts, & Checks

Will my statement have a new look?

No. Some of the descriptions may be a bit different – yet self-explanatory, but we anticipate no other changes.

Will there be a delay in receiving my statements because of the computer update?

No. You can expect your statement to arrive within normal delivery timeframes.

Will our transaction receipts have a new look?

Yes. Your receipts will look slightly different.

Will I need to order new checks?

No. Your current checks will work before, during, and after the computer system update.

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